Remember what it was like before social media, that if someone had a complaint, they had to call you up and tell you directly?  And if they were to tell […]

Complaint resolution and service recovery aren’t just about what you’re giving the guest, but also how you’re delivering it to them.  The most effective method for communicating service recovery is […]

On October 4-5, I was scheduled to work with the leadership team at Zoo Miami. Unfortunately, this was also the time frame that Hurricane Matthew was ripping it’s way through the […]

So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]

Each one of your guests will have their own story of how they perceived their experience.  Due to the variable factors leading into their experience and throughout the duration of […]

A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]

Research was conducted beginning in the 1990’s and early 2000’s on a concept called the “recovery paradox.” This concept indicated that it is possible that service recovery can be so effective that […]

Over the weekend, I was visiting Denver and rented a car through Firefly.  When I picked up my car at Denver International Airport, I was offered the option of prepaying […]

I was perusing through Trip Advisor earlier today and looking at some online reviews of a few different attractions. In the interest of anonymity, I won’t discuss which attractions I […]